A lead wants a virtual consultation instead of in-person. How do I switch?

Go to Calendars in the left sidebar and find the lead's existing in-person appointment. Click on the appointment and select Cancel. This removes them from the in-person calendar slot and fires a cancellation confirmation to the lead. Do not just delete the pipeline card — cancel through the calendar so the slot opens for another patient.

Still in Calendars, open the Virtual Consultation calendar (this is a separate calendar from the in-person one — make sure you're selecting the right one). Find a time that works and book it with the lead on the phone or via text. The booking will generate a video link (typically Google Meet or Zoom, depending on your setup) and send the lead their confirmation with the link.

Go to the Opportunities pipeline and confirm the lead's card is still in Consult Booked with the updated appointment details. The stage doesn't change (they're still a booked consult), but the appointment details in the card should reflect the new virtual booking. If the card looks stale, open it and verify the linked appointment.

In the contact record, add a quick note: "Changed from in-person to virtual consultation. Lead prefers virtual — noted for future bookings." This saves your team from rebooking them in-person again if they reschedule.